My experience with 802 Subaru/Twin City Subaru, has been - toddran71
My experience with 802 Subaru/Twin City Subaru, has been extremely disappointing and alarming. The dealership has engaged in warranty fraud and negligence that has endangered my safety. This goes beyond poor customer service—it is unethical and unsafe.
Here’s what happened:
1. Warranty Non-Disclosure: 802 Subaru failed my safety inspection and quoted me ~$2,600 to repair a defective exhaust system without disclosing the part was still covered under my emissions warranty.
2. Wasted Time and Oversight: After confirming with their staff that the part was indeed covered, I scheduled an appointment for the repair. However, they failed to order the required parts, causing me to waste over half a day’s wages and drive an unnecessary 70 miles in my unsafe defective vehicle. They didn’t even apologize for their oversight, but were happy to provide yet another quote for $1,330 in repairs which included repairing a warrantied part.
3. Deceptive Practices: After I involved the State consumer protection agency, 802 Subaru altered the description of the part on a new quote, changing it from a warrantied part to a non-warrantied part description.
4. Omission of Key Information: They mislead the State agency by entirely omitting the part in question from communications to avoid honoring my warranty.
5. Extortion Attempt: They attempted to extort $730 for non-warranty parts by withholding a promised $5,000+ warranty repair.
6. Proposal of Non-Genuine Parts: They propose using a non-genuine part, which both my warranty and the manufacturer (SOA) confirmed could void my warranty coverage.
7. Withdrawal of Services: 802 Subaru withdrew their repair quote (which had no expiration date) because I didn’t want their non-warranty services and attempted to have me sign an affidavit they would not draft until I agreed to pay their charges. This was a blatant attempt to force me to waive my rights and protect themselves from their own negligence. Now they’re refusing to service my vehicle at all, despite 5 years remaining on my warranty.
8. Unsafe Negligence: Due to their actions, my vehicle remains unsafe to drive because of a warrantied defective part, endangering not only me but also my passengers and family.
9. Repeated Fraudulent Behavior: This isn’t the first time 802 Subaru has attempted warranty fraud. Previously, they tried to charge me for a new brake caliper—clearly covered under warranty—because a non-warrantied brake pad wore out due to the seized caliper. Only after I escalated the issue to the sales manager did they reluctantly complete the warranty repair without charge.
This level of dishonesty, negligence, and blatant disregard for customer safety is completely unacceptable. I even copied the owner to provide an opportunity to address and resolve the situation, but he said nothing and failed to offer even a basic apology for their conduct. This same lack of accountability was also displayed by their general manager as well, who never so much as commented on my situation.
I have filed formal complaints with Subaru of America, the State Attorney General, FTC, and Automotive Consumer Action Program (AutoCAP) and will be pursuing further action.
If you value your safety, time, and peace of mind, I strongly urge you to avoid 802 Subaru. There are many honest dealerships—this is not one of them.
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